Professional Service Plans
Two kinds of help: Support and Professional Service
Laioutr distinguishes between two kinds of requests:
- Customer Support covers the operation of Laioutr products: incidents, problems and questions about the platform. It is included in every Laioutr license and follows the Severity Levels and response time targets of Standard Customer Support.
- Professional Service covers work on the Customer project: new sections, blocks and frontend components, new or changed connectors, implementation, code analysis, UX and design, consulting and solution architecture. This work is delivered through a Professional Service Plan.
| Request | Handled through |
|---|---|
| A Laioutr product does not work as documented | Customer Support |
| Question on how a Laioutr feature works | Customer Support |
| New section, block or frontend component for the Customer project | Professional Service Plan |
| New connector or change to an existing connector in the Customer project | Professional Service Plan |
| Code analysis, architecture or consulting | Professional Service Plan |
| Third-party app from the Laioutr App Store | Provider of the app |
How the plans work
Professional Service Plans are billed monthly by capacity, not by hours. The unit of capacity is a Session: a parallel work lane in which Laioutr works on one task at a time. A Session is not a unit of time.
| Plan | Parallel Sessions | Next task starts within | Included extras |
|---|---|---|---|
| S | 1 | 3 working days | none |
| M | 2 | 2 working days | none |
| L | 3 | 1 working day | Dedicated contact person and monthly review call |
The start commitment applies as soon as a Session is free. Tasks submitted while all Sessions are busy wait in the queue and start in the agreed order.
Scope of a task
- Tasks are submitted directly in the Laioutr Cockpit.
- One task covers up to about two days of effort and includes one correction round. Larger requests are split into several tasks.
- Meetings count as a task.
- Tasks are processed with AI orchestration and every result is reviewed by a Laioutr expert before delivery.
- Results are delivered directly into the Customer project.
Responsibility and billing
- Laioutr is responsible for the result of each task, not for the time to the result.
- Billing is based on the plan, without time tracking.
- All plans are recurring monthly and can be cancelled monthly.
Ownership
Frontend components and API integrations that Laioutr produces for the Customer project on order belong to the Customer. The Laioutr Cockpit, Frontend Core, Orchestr and all other Laioutr packages remain the intellectual property of Laioutr.
This Professional Service offering forms part of the commercial agreement with Laioutr and Laioutr reserves the right to update it from time to time.
Customer Support Severity Levels of Laioutr products
The following table defines which of Laioutr's products and their components or features are supported at which maximum Support Severity Level.
Trust Center
Security, privacy and compliance are the foundation of our product. This Trust Center documents transparently how Laioutr handles your data, what technical and organisational measures are in place, and which artefacts we provide for your security reviews.